SUMMARY – The person in this position operates a multi-line telephone system to answer incoming calls and directs callers to appropriate partners and staff; welcomes visitors, determines resource needs, directs visitors to appropriate services within the City of Laurel Multiservice Center (LMSC), and monitors use of services and intake. This position is responsible for processing incoming and outgoing mail, maintaining adequate postage on the meter, and keeping displays of LMSC and partner brochures, handouts, and opportunities stocked. Bilingual in English/Spanish preferred.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
¨ Provides a warm and friendly atmosphere to all individuals entering the center.
¨ Performs front desk duties such as greet all visitors, answer the phones, take messages and manage general inquiries.
¨ Takes and delivers messages or transfers calls to voice mail when appropriate personnel are unavailable.
¨ Follows the LMSC’s check-in and security procedures.
¨ Maintains visitor logs.
¨ Coordinates with on-site building security by following established procedures; identifying and relaying security concerns and maintaining a record of visitors.
¨ Ensures visitors are directed to the appropriate staff or community partner.
¨ Notifies LMSC personnel of visitor arrivals.
¨ Maintains knowledge of who is in the center and be cognizant of potential threats as well.
¨ Maintains a high level of professionalism in all interactions with visitors and staff.
¨ Assists visitors with information about the center’s services and programs.
¨ Handles all visitor information with confidentiality and discretion.
¨ Monitors entry points to ensure safety and security of the center. Assists with janitorial support as needed.
¨ Assists with basic administrative tasks such as filing, data entry and managing mail.
¨ Provides logistical support and ensures a smooth operation during events.
¨ Puts phone in voicemail mode at the end of the business day and takes it out of voicemail mode at the beginning of the business day.
¨ Assists with clerical duties for the LMSC as requested.
¨ Willingly and cooperatively accepts other related duties and responsibilities as assigned.
SUPERVISORY RESPONSIBILITIES - None
MINIMUM QUALIFICATIONS – The minimum eligibility requirements for this position are as follows:
¨ EDUCATION and/or EXPERIENCE - High School diploma or GED from an accredited school, and a minimum of 1 year of relevant customer service experience.
¨ CERTIFICATES, LICENSES, REGISTRATIONS – Must possess or have the ability to obtain, within one week of hire, the Incident Command System ICS-100 and IS-700 Certifications. This requirement may also be extended at the discretion of the Director/Emergency Manager of the Department of Community Resources and Emergency Management.
